Dave receives an acknowledgement of his letter from the NHS Trust.  Elaan Peeve informs Dave that she has commenced an investigation into his re-raised concerns.  An interesting Freudian slip appears at the end where Elaan writes "when a decision will be made if compensation should be rewarded."  Of course it is not a reward but rather an award.

United Sumshire Hospitals NHS Trust    Mr D Hook 80 Haslet Road Biston Sumshire AZ1 1ZA Trust Headquarters Chainton County Hospital Hailgood Road Chainton AZ1 1ZA Tel: 01234 567890 www.ush.nhs.uk Ref: SW/P12345 NHS no: 0123456789 25 November 2011 Dear Mr Hook I am writing to acknowledge receipt of your further letter dated 7 November 2011, which I received on 16 November 2011. I was sorry to learn that you feel your complaint has not been fully addressed and that you have some outstanding concerns. I have reviewed your case and note that you wish us to conduct further investigations into the remaining concerns you have raised, I have therefore commenced an investigation, following which the Lead Investigator will write to you again. I also note you have made a request for compensation. Once our further investigations have concluded I will pass your case to the Customer Care Manager for review. Your case will then be discussed with the Legal Services Manager when a decision will be made if compensation should be rewarded. I trust this is acceptable to you but should you have any further queries please do not hesitate to contact me as detailed above. Yours sincerely Miss Elaan Peeve Complaints Administrator